The road to recovery can begin with a smile, a willingness to listen or a walk to the right department.
At Carle Health, we know that clinical excellence is one important part of patient and family member experiences. Experiences also are determined by how patients and visitors are treated by everyone from medical professionals to team members who serve them food, clean their room and explain their bill.
“Caring contributes to healing,” Napoleon Knight, MD, MBA, executive vice president and chief medical officer, said. “When you feel cared for, you want to get better. We know a patient can support their recovery with a positive attitude. We also know that a smile, a listening ear or an insightful comment from one of our team members can nourish that positive attitude.”
This week is Patient Experience Week, an annual, global observance to celebrate all team members who impact patients every day. These include not only doctors, advanced practice providers, nurses and other medical professionals but also team members in food service, environmental services, patient accounts and everyone who works with patients.
We know a nod of acknowledgement, a kind word, a message of support or a smile can brighten a moment and even start a person on the road to recovery, whether they are a patient, a family member or a co-worker.
Patient Experience Week is an opportunity to consider how seemingly little things like making eye contact, smiling and answering a person’s question are a priority for Carle Health because they can brighten a person’s day and their entire outlook, Theresa Green, MSN, executive director of Carle Experience, said.
“At Carle Health, we recognize the potential impact of one small helpful action,” Green said.
A Team of Helpers
The healthcare system is full of team members who demonstrate the ideals of Patient Experience Week: team members like Katrina Garner, receptionist in Guest Relations at Carle Health Methodist Hospital, Peoria.
Garner has greeted, served and directed thousands of patients, visitors and team members over 36 years. She worked for more than 30 years in Food Service and moved a few years ago to the information desk, where she greets people with a smile and sometimes with a song.
“Sometimes, I’ll see people in the community, and they’ll say, ‘You’re the singer!’” Garner said.
“Katrina sets a wonderful example for our teams in positively impacting both patient and team member experiences,” Jill Dodaro, MSN, MBA, Carle Health Greater Peoria chief nursing officer and vice president, said. “Her joyful singing creates such a welcoming atmosphere, especially in a potentially daunting hospital setting. From her role in food service to now often being the first face people see, she's consistently been a beacon of happiness.”
Her engaging nature means she’s approachable and memorable. “One patient remembered me nine years later,” Garner said.
“Just start out the day with a smile,” she advised. “That will help you all day long.”
Team members in every corner of the healthcare system understand how a few minutes of their time can make a significant difference in the experience of patients: team members like Brad Shryock, plant operations manager at Carle Richland Memorial Hospital in Olney.
Shryock has worked at Carle Richland for nearly 30 years, including the last 15 years as plant operations manager. His team is responsible for heating, ventilation, air conditioning, electrical, sewer, boiler, renovation work and the grounds for the hospital, its medical office building and clinics.
“We make sure everything is safe. We want people to get in these buildings safely, have their visit and get out safely,” he said. “We want it to be a good experience for everyone.”
Despite the complexity of his work, his preparation for his job each day is simple:
“I want to come to work each day in a good mood,” Shryock said. Even when he’s busy, he tries to say “Hi” to patients, visitors and team members as he’s walking through the building.
“I like to tell everyone ‘Good morning,’” he said. “If someone wants to talk, I will spend a couple minutes talking with them. Things go better when you’re happier.”
As he’s walking around the hospital, if a visitor needs help in finding their destination, he will take them to where they need to go and will visit with them as they are walking.
“When you are smiling and helpful, that reassures visitors, outpatients and team members,” he said.
How to help
The Carle Health approach to Patient Experience Week doesn’t end after the seven days are over. “Our approach to supporting the patient experience is an attitude, a movement that says our actions matter, we matter, and we can make things better,” Green said.
If you know of Carle Health team members who are intentionally positive as they have cared for you or a family member, nominate them for a Gold Star.
If you like the idea of working for an organization that recognizes and rewards team members who do those little things to brighten a moment for a patient, check out our Carle Health careers page.
“At Carle Health,” Dr. Knight said, “you are not alone.”
At Carle Health, we know that clinical excellence is one important part of patient and family member experiences. Experiences also are determined by how patients and visitors are treated by everyone from medical professionals to team members who serve them food, clean their room and explain their bill.
“Caring contributes to healing,” Napoleon Knight, MD, MBA, executive vice president and chief medical officer, said. “When you feel cared for, you want to get better. We know a patient can support their recovery with a positive attitude. We also know that a smile, a listening ear or an insightful comment from one of our team members can nourish that positive attitude.”
This week is Patient Experience Week, an annual, global observance to celebrate all team members who impact patients every day. These include not only doctors, advanced practice providers, nurses and other medical professionals but also team members in food service, environmental services, patient accounts and everyone who works with patients.
We know a nod of acknowledgement, a kind word, a message of support or a smile can brighten a moment and even start a person on the road to recovery, whether they are a patient, a family member or a co-worker.
Patient Experience Week is an opportunity to consider how seemingly little things like making eye contact, smiling and answering a person’s question are a priority for Carle Health because they can brighten a person’s day and their entire outlook, Theresa Green, MSN, executive director of Carle Experience, said.
“At Carle Health, we recognize the potential impact of one small helpful action,” Green said.
A Team of Helpers
The healthcare system is full of team members who demonstrate the ideals of Patient Experience Week: team members like Katrina Garner, receptionist in Guest Relations at Carle Health Methodist Hospital, Peoria.
Garner has greeted, served and directed thousands of patients, visitors and team members over 36 years. She worked for more than 30 years in Food Service and moved a few years ago to the information desk, where she greets people with a smile and sometimes with a song.
“Sometimes, I’ll see people in the community, and they’ll say, ‘You’re the singer!’” Garner said.
“Katrina sets a wonderful example for our teams in positively impacting both patient and team member experiences,” Jill Dodaro, MSN, MBA, Carle Health Greater Peoria chief nursing officer and vice president, said. “Her joyful singing creates such a welcoming atmosphere, especially in a potentially daunting hospital setting. From her role in food service to now often being the first face people see, she's consistently been a beacon of happiness.”
Her engaging nature means she’s approachable and memorable. “One patient remembered me nine years later,” Garner said.
“Just start out the day with a smile,” she advised. “That will help you all day long.”
Team members in every corner of the healthcare system understand how a few minutes of their time can make a significant difference in the experience of patients: team members like Brad Shryock, plant operations manager at Carle Richland Memorial Hospital in Olney.
Shryock has worked at Carle Richland for nearly 30 years, including the last 15 years as plant operations manager. His team is responsible for heating, ventilation, air conditioning, electrical, sewer, boiler, renovation work and the grounds for the hospital, its medical office building and clinics.
“We make sure everything is safe. We want people to get in these buildings safely, have their visit and get out safely,” he said. “We want it to be a good experience for everyone.”
Despite the complexity of his work, his preparation for his job each day is simple:
“I want to come to work each day in a good mood,” Shryock said. Even when he’s busy, he tries to say “Hi” to patients, visitors and team members as he’s walking through the building.
“I like to tell everyone ‘Good morning,’” he said. “If someone wants to talk, I will spend a couple minutes talking with them. Things go better when you’re happier.”
As he’s walking around the hospital, if a visitor needs help in finding their destination, he will take them to where they need to go and will visit with them as they are walking.
“When you are smiling and helpful, that reassures visitors, outpatients and team members,” he said.
How to help
The Carle Health approach to Patient Experience Week doesn’t end after the seven days are over. “Our approach to supporting the patient experience is an attitude, a movement that says our actions matter, we matter, and we can make things better,” Green said.
If you know of Carle Health team members who are intentionally positive as they have cared for you or a family member, nominate them for a Gold Star.
If you like the idea of working for an organization that recognizes and rewards team members who do those little things to brighten a moment for a patient, check out our Carle Health careers page.
“At Carle Health,” Dr. Knight said, “you are not alone.”
Categories: Culture of Quality
Tags: experience, Methodist, patients, Richland, team